Broker in Charge Job Description
Contact Person: Denise Kinney
General Overview
The Broker in Charge is responsible for the professional and efficient management of all aspects of the operations of their office, the Sales Associates and staff working in their office. The Broker in Charge’s principal responsibility is to provide daily leadership and sales management of the entire sales team, including staff, so that the Sales Associates can achieve the goals for sales production and professional service expected for themselves and the company as set out in each Sales Associate’s Personal Business Plan.
Broker in Charge Primary Responsibility
The Broker in Charge’s most important responsibility is to provide leadership, training, mentoring, coaching, management and supervision of the Sales Associates working in their office, in order for the Sales Associates and the company to meet their respective financial and career goals.
Brokers in Charge shall lead by example, as experts on the core competencies of what it takes to be a very successful real estate professional in today’s market environment. Possessing these skills will enable the Broker in Charge to successfully lead, train, mentor, coach, manage and supervise their Sales Associates and hold them accountable for performing the work that it will take for them to achieve their goals.
Each Broker in Charge needs to learn and understand each of their Sales Associates strengths and areas needing improvement, in order to be able to coach and advise them in their efforts to a rewarding and productive career in real estate. Building a close professional relationship with each Sales Associate, based on mutual respect and frequent personal interaction as a friend, coach, mentor and trainer, who genuinely cares about their professional success and personal well-being, will engender the loyalty that will keep them at Coldwell Banker Sea Coast Advantage through their career.
In order for the Broker in Charge to know if they are being successful in these efforts, the Broker in Charge must constantly measure and analyze each Sales Associates lead generation, capture and conversion results in comparison to their Personal Business Plan. The Broker in charge should be well aware of Sales Associates activities, appointments and successes (or failures) that result, so that they may coach and advise on additional efforts or different skills and techniques that need to be utilized or learned. The ratio between contacts made, appointments set and transactions concluded is very critical for the Broker in Charge to evaluate. The Broker in Charge needs to meet formally
with each Sales Associate at least every two months to review production and their pipeline.
The Broker in Charge will keep a well detailed and documented personnel file for each Associate, including all records of the Associates Business Plan, Production and Training received, which will be very helpful in assuring that Sales Associates are up to date with all skills training available to them. The Broker in Charge must always be thinking about top grading their Sales Associates, releasing those who are not working enough or not producing results and looking to recruit and replace them with productive Sales Associates. Coldwell Banker Sea Coast Advantage is a company that will be successful with committed individuals with strong and honest work ethics.
Additional Responsibilities
*Utilize, support and follow through on the training, systems and career development opportunities provided by the Sea Coast Advantage Success Center.
*Each Broker in Charge shall prepare their own Business Plan including their office goals, individual Associate goals and the actions they will take to attain these goals.
*Assisting and supporting and providing solutions to Sales Associates, customers and staff with problems and challenges that come up. The Broker in Charge shall be very involved in making every effort to hold deals together that are at risk of falling apar t.
*Maintaining a close and effective working relationship with the Relocation Department, following company policies and management procedures. Active promotion of and conversion of referral opportunities with Sales Associates and customers.
*Careful daily attention to the physical office and grounds, including furniture, fixtures, equipment, building and landscaping to assure excellent appearance and good working order. Reporting needs promptly, if needed.
*Close supervision, training and leadership of office staff to ensure excellent work quality, attitude and correct scheduling.
*Office overhead and expense management, always seeking increased efficiency and savings in balance with company standard of a quality work environment.
*Encourage, promote and train Sales Associates to use CBSCA preferred partners: Alpha Mortgage, Key Title, 2-10 Home Warranty, My Carolinas Insurance, and Sea Coast Rentals. Measure results and follow through on deficiencies.
*Communicate marketing, promotion and advertising needs and input to the Marketing Department, including PR items of interest. Advise the Marketing Department of any changes and updates needed in company ads.
*Communicate with and provide necessary information to Accounting Manager. Monitor accounting report manager as required and assist as necessary in associate ledger collections.
*Manage membership policy and compliance matters with CFR, BCAR, TIAR, JBOR, etc. and the NCRMLS. As well as adherence of Sales Associates with The Realtor Code of Ethics.
*The Broker in Charge must keep the President informed of any special challenges or problems that they are aware of that may need special attention to avoid any negative impact to the company and its employees in any way. ABC-always be communicating!
*Additional responsibilities may be added to this job description from time to time and other specific tasks may be requested on certain special projects.
The brokers-in-charge at Coldwell Banker Sea Coast Advantage are a mixed group of professional and experienced BICs. Each office has its own soul and differing market, thereby ensuring different strategies and priorities for each BIC. Management’s goal is to provide overall direction and support for each BIC while recognizing and helping with specific opportunities in each market.
BICs have many things for which they are responsible. The following list should be considered top priorities on a day-to-day basis:
1. Recruiting
2. Retention/reinforcement of values
3. Problem Solving
4. Coaching/Counseling/Accountability
5. Admin/Staff
6. Contracts
7. Training
8. Business Planning
All of the BICs need to be as well trained as possible.
Manager Expectations
• Be there 8:30 – 5:00 (at least)
• Answer your phone after hours
• Return calls quickly
• Return emails quickly
• Keep your door open
• Give agents your full attention/slow down and listen
• Handle things on the spot. If you don’t know the answer, find out. You need to know.
• Greet everyone when you arrive
• Walk the office am & pm
• Have monthly sales meetings, don’t cancel or substitute days. Always have good content providing value to the agents and their business.
• Call every co-op agent that would be a good fit for your office
• Always convey: “I have your back” to your agents
• Make recruiting calls daily- not just on call sessions
• Build personal relationships with your agents. Make sure you are speaking with EVERY sales associate on a regular basis, including team members and on-site agents
• Lead new sales associates on their daily activities – hold their hand
• Ensure a smooth transition for experienced sales associates joining our firm. They can be our best or worst advocates.
• Put the Sea Coast Advantage culture in everything you do
• Maintain a positive “we work for the agents” attitude
• Embrace Coldwell Banker brand and tools.
Sea Coast Advantage Culture
• Family First
• Agent Sharing
• Professional/Ethical
• Agent Centric
• Nurturing/Sincere/Genuine
• Charitable
• Sense of Loyalty/Trust
• Tim Milam
• Work for the Agents/Agent Support
• Open Management Style (open door policy)
• Forward Thinking/Cutting edge
• Technology
• Educated
• Teaching/Coaching
• Leaders With Skill and Character
• Encouraging
• Hard Working
• Culture of Productivity
• Educated/Respectful Agents
• Coldwell Banker Brand
• Energetic/Fun
RETENTION
Agent Advisory Council
Contact Person: Denise Kinney or Nerissa Starkey
This group is made up of agents from each area/office. They meet once a quarter with Denise, always on a Monday at 2pm via Zoom.
The purpose is to discuss suggestions for how the company can improve, changes people are seeing in their individual market, what’s new at Sea Coast, etc.
Each office representative can put out to their office that they are on the Advisory Council and if someone has a suggestion, question, complaint, idea – that representative can share it directly with Denise and get real time answers/solutions. The office representative can also share what was discussed and what they learned via an office email or at their next sales meeting.
If any agent finds they can’t attend these meetings regularly, they can reach out to their Manager. The Manager should find a replacement and notify Denise and Nerissa. Occasionally, Denise or Nerissa will ask the Manager to find a replacement.
Agent Concierge
Contact Person: Amy Helm
The Agent Concierge is an experienced agent that assists in the training and development of new agents. Not every office will have an Agent Concierge. The role of the concierge includes, but is not limited to, helping new agents with buyer and seller processes, scripting, contracts and forms, and contract to closing procedures.
Anniversaries
We appreciate our agents’ loyalty to the company. Managers are expected to get a gift for agent anniversaries of 5, 10, 15, and 20 years. After 20 years, they should receive a gift for every additional year with our company.
Notification of Major Life Events
Any major life event involving an agent or their immediate family needs to be shared with company leadership immediately. This includes, but is not limited to, deaths, births, hospitalizations, or serious illness. Do not wait until your bi-weekly report. Routine milestones (graduation, engagement, etc) do not require immediate notification.
Agents of the Month
Contact Person: Carolyn Ownby
Carolyn will request Listing Agent/Teams of the month on the 1st of the month. Listing numbers can be pulled from the MLS. Go to the MLS Menu, click Inventory & Production, then New Listings. Choose the date range for the previous month, select the office(s) from the list, click next, and then “include all members”. The report will run and units will reflect under each agent.
After listing agents are submitted, Carolyn will send the draft of the Sales Agent and Agent of the Month. Managers are expected to verify this list. This can be pulled in Profit Power under “Sales Associate Ranking Closed” and “Sales Associate Ranking Closed- Buy Side Only” reports. This is done the same for small teams and large teams. Managing Brokers need to verify and respond promptly so Marketing can start advertising.
Qualifications:
Listing Agent/Team:
Agent/Team with the most units listed during the period
Co-listed listing counts as half
For new construction listings, maximum of 2 units per community, per builder For vacant land listings, maximum of 2 units per community, per seller
Commercial sale listings count
In the event of a tie, the agent/team with the most volume wins
Sales Agent/Team:
Agent/Team with highest buy side only GCI minus referrals
Agent/Team:
Agent/Team with highest overall GCI minus referrals
Best of the Best
Contact Person: Carolyn Ownby
Best of the Best is a quarterly email and social media acknowledgement of an agent or team’s success. The agent or team must meet the criteria below and Carolyn will have each Manager verify the list before it is published. Verification can be done in Profit Power under the “Closed Awards Report- Total Only Best of the Best”, “Listings By List Date- Total Only Best of the Best”, and “Pending Business SE- Total Only Best of the Best” reports.
There is also a Best of the Best event twice a year. They are typically in September and March. Agents that met the criteria for either quarter prior to the event will be invited. Managers should attend if they have agents attending.
Qualifications:
Listing units are calculated using the same guidelines as Listing Agent/Team of the Month. Managers will need to ensure that new construction listings follow the monthly maximum allowed to determine the total for each quarter.
Per Quarter
Individuals:
12 listings or contracts OR $45,000 AGCI OR 7 Closings
Team-2-4 agents: 15 listings or contracts OR $65,000 AGCI OR 11 closings
Team-5+ agents: 24 listings or contracts OR $90,000 AGCI OR 20 closings
Annual Awards
Contact Person: Denise Kinney or Nerissa Starkey
Our company annual top agent/team awards mimic the criteria for the monthly awards, except that each new construction listing is counted as a full unit. A Rookie of the Year award is also given annually. The criteria is highest total AGCI in the past 15 months for brand new agents that are not on a team. There will be one winner and one runner-up for each award and is announced at our awards ceremony. You will receive a list in advance to review for accuracy. This list is confidential and should not be shared with anyone.
We also recognize our agents by production level. Any agent with $2M in volume will be recognized and receive a certificate. Agents with $7M in volume or above will receive their certificate on stage at the awards ceremony.
Coldwell Banker awards criteria is sent out annually and is subject to change. The deadline for team changes is October 31. The deadline for prior production, calendar year
production from previous firm, is December 1. Nerissa will reach out to verify teams and prior production.
Best Practices for Working with Provisional Brokers
1. Ensuring Broker-in-Charge availability
2. Encourage PBs to have regular office hours
3. Setting clear expectations for availability of PB
4. Broker must review all documents at the stage it’s happening – not after
5. Schedule regular meetings / training – can be as a group.
o Keep attendance record
6. If PBs do not participate, they could be removed from firm. Participation includes:
o Attending classes
o Attending sales meetings
o Participating in training
o Having all paperwork approved by BIC before presented to client
o Maximum hours in office
7. Must have post-licensing within 6 months. Speak to BIC if more time is needed.
8. Limitations
o No Broker Price Opinions or CMA’s for a fee
o No Designated Dual Agency with BIC
o No handling of monies
o No dual affiliation
Company Closing Coordinator
Contact Person: Nerissa Starkey
• Contract to closing coordination
• First 2 transactions are free
• $150 for transactions where a Company Closing Coordinator is used on both sides
• $180 for transactions where a Company Closing Coordinator is used on one side
• Agent only pays if it closes
E- Leads
OpCity
Contact Person: Nerissa Starkey
• Any agent can be added to OpCity. There is no criteria to meet.
• No fee for the agent – only referral fee due at closing.
• Referral fees range from 30% - 40%. Due on any (and all) lease, sale, or purchase the lead makes within 24 months of acceptance.
• When a lead is accepted, the referral agreement is emailed to Nerissa. Nerissa will forward the agreement to the Manager and agent. Manager should add the agreement to their loop.
• If it is discovered that a referral fee has not been paid, Nerissa will contact the Manager. Manager will discuss directly with agent to arrange for payment.
• If an agent onboards from another company where they were already active with OpCity, alert Nerissa and she will have their account switched to our firm.
Boomtown Team
Contact Person: Bethann Carter
• $100 monthly fee added to agent’s ledger.
• Referral fee is 30%. Some sources are 35%.
• Active, full-time agents are eligible upon recommendation of Manager.
• Agent must maintain a 2% conversion rate.
• Required to attend all leads training courses.
• Ideal candidates are agents that are hungry for business, can handle high accountability, are willing to call leads daily, and will attend monthly zooms.
Zillow Preferred Team
Contact Person: Denise Kinney and Meghan Munoz
• Agents are added based on need and availability of leads in the zip codes serviced. Denise will reach out to Manager when an agent is needed in their area.
• $100 monthly fee added to agent’s ledger.
• Referral fee is up to 40%, based on location and price.
• Utilizes the Follow Up Boss CRM system.
• Taking an online training course from Zillow is required.
• Ideal candidates are agents that will answer their phones quickly, can handle high accountability, are willing to call leads daily, and will attend weekly zooms. There is also a monthly one on one meeting requirement with Meghan.
• An individual agent cannot be on BoomTown and Zillow at the same time.
Relocation - C ompass International Holdings (CIH) Network
Contact Person: Kathryn Ruth or Daniel Adams
• All referrals going outside of the NC Coldwell Banker Sea Coast Advantage marketplace must be sent through the Relocation Department This is a contractual obligation the company has with the CIH Network.
• Outgoing referrals to our regional partners at Coldwell Banker Advantage and Coldwell Banker Sea Coast Advantage- Myrtle Beach are still considered outside of the marketplace and need to be sent through the Relocation Department.
• The CIH Network sets the referral fee to 35%. 14% goes to the network and 21% is received by the company. The referring agent receives the balance after CBSCA Franchise Fee and split.
• Referrals to Coldwell Banker Advantage and Coldwell Banker Sea Coast Advantage- Myrtle Beach are not subject to split, only CBSCA Franchise Fee.
• Outgoing referrals for immediate family members are paid at the higher of the agent split or 80%.
• In-house referrals between the NC Coldwell Banker Sea Coast Advantage offices can also be handled by the Relocation Department.
• Referral agreements for incoming referrals need to be reviewed by the Relocation Department before being signed.
Relocation Team
Agents can qualify to be part of the company Relocation Team, allowing them to receive incoming referrals from the CIH Network and referral partners. The Relocation Director and Managing Broker will evaluate each agent’s performance to determine who qualifies on an annual basis. The qualifications below are set by the network and may change.
Qualifications
• Minimum of 15 closed transactions in the previous calendar year
• Licensed agent with at least 2 consecutive years working full-time.
• Attend required training and pass a background check.
• Place at least three outgoing referrals in the previous year.
Mega
& Power
Producers
Contact Person: Denise Kinney or Nerissa Starkey
Power Producer Benefits
• Agents/Teams who achieve $7M – $9M in volume in a calendar year.
• Email distribution list to contact the group for ideas/suggestions.
• Meeting/Networking event once a year.
Mega Producer Benefits
• Agents/Teams who achieve $10M+ in volume in a calendar year.
• Monthly E&O / Technology Fee will be reduced to $80 per month. Per Single Agent or Team Leader (one person) only. All other team members will be charged the regular fee of $110. Does not matter if married couple or partnership, only one person can receive the reduced fee. Sign on letter will trump this if it indicates more than one person would receive the reduction.
• Email distribution list to contact the group for ideas/suggestions.
• Meeting/Networking event once a year.
Monthly Bonus
This takes the place of the monthly mail reimbursement program.
Commission Schedule
Contact Person: Denise Kinney
• Commission Schedule is found in the Agent Benefits Book.
• Levels 1-7 are based on agent income in a rolling 365-day period.
• Bonus Levels are based on agent income for the calendar year. If an agent achieves a Bonus Level, they will be guaranteed that level through the next calendar year. If they do not achieve their current Bonus Level, they will roll back one level on January 1.
• Agents that reach $1.5M in AGCI will move to a 95% split. Calendar year program and will not carry over each year. January 1 starts at 90% and when the agent/team hits $1.5M in AGCI, they will be paid at 95% for the remainder of that year, after the Franchise Fee.
• Agents that reach $2.0M in AGCI in a calendar year will keep the 95% split for the next calendar year. Must be achieved each year to keep this split.
Education Incentive
Contact Person: Amy Helm
Each year, an agent can earn an educational credit based on their AGCI for the previous calendar year. Notifications are sent during the 1st Quarter to each agent that qualifies and must be used during the current calendar year. The agent requests approval from the Professional Development Director. If approved, the agent will receive a ledger credit after completing the education event. If a team qualifies, they will only receive one credit. Team members do not qualify individually Previous Year AGCI Educational Incentive
$75,000 to $150,000 $250
$150,001 to $300,000 $500
$300,001 to $500,000 $750
$500,000 + $1,000
Profit Power
Contact Person: Chris Ladner
Frequently used reports:
• Agent Info – for Start Date, Address, Birth Date
• Agent Info Pulled by Termination Date – to see if the agent was ever here before
o Note: If an agent was with Sea Coast, then offboarded, then returned, their hire date will revert to their original hire date.
• Aging Report – shows what an agent owes on their ledger
• Associate Roster with Pay Plan – shows Agent Level
• Closed Awards – shows Volume, GCI, AGCI, Hire Date
• Closed Business by Associate – itemized report for a specific agent that shows every property sold, sales price, GCI, referral information
• Period Comparison by Branch – use this for Bi-Weekly Report, shows GCI Year over Year
• Sales Branch Detail Written with Outside Broker – for Co-Broke Sales
• Financial Statement- Income Expense Review by Agent - shows AGCI to calculate overrides. To calculate: AGCI less 3% then multiply by override percentage.
Teams
Contact Person: Denise Kinney or Nerissa Starkey
Team Leaders are managing agents under their team. Any concerns with a team member or concerns from a team member should be directed to the Team Leader immediately. The Managing Broker should allow the Team Leader to handle the concerns and assist if asked.
RECRUITING
Recruiting Flow
Contact Person: Alex Paen
Alex will send a weekly recruiting direction for Managing Brokers to follow. This will also include the list of co-broke transactions. Review all offices on the list for recruits in your area. Co-broke calls, hot sheet calls, and follow up calls should be made daily to keep in contact and ask for appointments. Alex should be made aware of all interviews either before or after the appointment.
After the initial interview with an experienced agent, the Managing Broker is expected to send Denise an email with the agent name, phone number, and details of the meeting. Denise will make a personalized video and send it to the recruit.
Alex is to be included in all commission level negotiations. The Managing Broker needs to have the recruit’s past 365-day closed volume, pending volume, and active volume to discuss levels and extensions. This will also be needed for agents coming from out of the MLS area or local team members that do not have production listed under their name. Managers will be required to ask the agent to provide the production criteria listed above. All proposals should be made in person and not through email. Approval from Alex is needed in special circumstances. The Addition to Proposal is not given to a recruit to take with them until it is signed.
In & Out Report
Contact Person: Alex Paen or Nerissa Starkey
The In & Out Report is sent monthly to all Managing Brokers. This is not for leadership to evaluate performance. The report is a tool for Managing Brokers to track their inbound and outbound agents, GCI changes, and identify lost agents to reengage with.
Reporting
Courted
Contact Person: Alex Paen
Courted is the main program for recruiting. Managing Brokers are expected to add agents to their pipeline, add notes, and log calls. Alex will use this to oversee recruiting efforts. Courted allows Managers to see agent/company details, co-broke transactions, and more. It is a powerful resource for prospecting and seeing agent growth or decline. It can also be used for tracking retention efforts.
ClientBay
Contact Person: Alex Paen or Honor Rudd
ClientBay is the company CRM. Managers are expected to use this CRM for recruiting mass emails. Marketing has created an email campaign for recruiting that they update to send weekly emails to tagged recruits. Recruits need to be tagged under “Top 100” in order to be on the email campaign.
Resource Tours
Contact Person: Alex Paen
Resource tours are used to showcase the agent service departments and to meet upper management. Resource tours should be used with experienced agents but exceptions can be made for new agents. There is an email distribution list titled “Resource Tour” and should be used at least 24 hours in advance to give notice to all departments. Please include a short introduction of the agent, even if they have been with us in the past. The tour is designed to be a quick walk through of each department. If you would like a longer meeting with Tim, Denise, or any department staff, please coordinate with them directly.
Social Prompts
These are designed to highlight your local office culture on the office Facebook page Marketing will send weekly social prompts to the Managing Broker and Support Specialist(s). There are typically two posts that the Support Specialist(s) can make. There is also a weekly video for the Managing Broker to do.
Agent Referral Programs
Contact Person: Alex Paen or Nerissa Starkey
All agent referrals must be submitted on the paper form in the Sharepoint or through the electronic form on Sea Coast Tools. Alex should be notified and copied on all agent referrals.
Sea Coast In-House Recruiting Bonus Program
• A bonus is paid upon the recruited agent’s first closing with CBSCA, per bonus schedule. Bonus schedule can be found in Sharepoint.
• Does not apply to an agent recruited to join a team by the team leader.
• Does not apply to a single agent who creates a team with the agent they recruited.
• Does not apply to any Managing Broker.
• Staff can refer agents and will be paid half of the bonus noted on the bonus schedule.
• Agents in the SCRN can refer agents and will be paid the same as staff(above).
• Any instructor from SCA who is also licensed with CBSCA will be paid as Staff when someone they refer from class onboards as a new agent directly to CBSCA. They will be paid as an Agent if the recruit is experienced.
• Agents and Staff who have referred an agent that onboarded to CBSCA will qualify for the group lunch where additional prizes are given out.
• Alex / Nerissa must be notified of the referral prior to onboarding using the Referring Agent Registration Form.
• Full details and bonus schedule can be found on the Recruiting Bonus Program document.
Coldwell Banker Referral Rewards Program
• The bonus is 1% paid quarterly on recruited agent’s AGCI on closed transactions for as long as both agents remain affiliated with CB.
• Does not apply to any agent that has been affiliated with an Anywhere Brand in the previous 6 months before onboarding.
• Applies to a team leader who recruits an agent to join their team.
• Applies to a single agent who creates a team with the agent they recruited.
• If a team joins CBSCA, the team leader will be registered under the referring agent and the referring agent will receive the 1% of AGCI bonus. If there is no referring agent, the team leader will be registered under Alex Paen. In both scenarios, all team members would be registered under the team leader and the team leader will receive a 1% of AGCI bonus for each member.
• Does not apply to Staff. Staff would receive an In-House bonus and the recruit would be registered under the company
• Applies to a Managing Broker if the recruited agent is outside CBSCA’s area.
• Does not apply to SCA instructors who refer in students.
• Nerissa must be notified prior to onboarding so the agent can be registered. The agent must be registered and “accept” their referral email before they can be onboarded.
• This program does not apply to any agent currently licensed with Sea Coast Referral Network.
Daily
RECURRING TASKS
• 1 hour of prospecting each day
• Update Courted daily
Weekly
• Call sessions with Alex and all Managing Brokers every Tuesday and Thursday 23pm via Zoom.
• Every Monday, recruiting direction from Alex to follow and complete.
• Co-Broke Calls
• Social Prompts
• In-person Training Classes for Agents
• By Noon each Thursday, send Alex 1 recruiting call and send Denise 1 retention call
• Bi-Weekly Report – due to Denise and Alex every other Friday in email format. Copy and paste “Period Comparison- Branch” report from Profit Power to show YTD comparison for your office(s).
o Layout Example:
Bi-Weekly Report
Recruiting (appointments, contacts, who did you NOT hire): 1. 2. 3. Retention (lunch/dinner, coaching/meeting, open houses, activities, substantial contact): 1. 2. 3. Miscellaneous (major contract issues, office issues/concerns/problems, need help with anything: 1. 2. 3.
Insert Period Comparison- Branch YTD Chart
Monthly
• Sales Meeting
• Staff Meeting
• Holiday Parties, Office Events, or Community Outreach
• Deliver Power/Mega Producer Checks
• Verify Agents/Teams of the Month
• Complete expense report
• Coaching agents
• Ensure all agent licenses are active with NCREC
• Manager’s Meeting
Quarterly
• Building inspection
• Verify Best of the Best
ADMINISTRATIVE
Agent License Renewal & E ducation
License renewal, post-licensing, and continuing education is the responsibility of the agent. However, Managing Brokers need to be aware of these deadlines to maintain an accurate list of active agents. Managing Brokers will ensure their agent roster is checked monthly for active licenses. Completion of this will be noted in one of the Bi-Weekly Reports each month.
Commission Complaints and Legal Notices
Contact Person: Denise Kinney
Any complaints or legal notices received should be forwarded to Denise immediately. No agent, staff member, or Managing Broker should contact the NC Real Estate Commission or an attorney without direct permission from Denise.
Advances, Loans , & Late Fees
Contact Person: Denise Kinney
All requests for advances or loans must be sent to Denise for approval.
Advances
An advance is when an agent requests money from a pending sale already on the books that will be closing within 30 days of the request.
Advances will not come with a fee provided they are paid back in full within 30 days. If 30 days pass, the fee to the company will be $250, if the Advance was less than $5,000. If the amount exceeds $5,000, there will be a $500 fee to the company.
Loans
A loan is when an agent borrows money from the company with a promise to pay back the full amount plus any fees associated with the loan.
• Loans below $5,000 will have a fee of $250.
• Loans at $5,000 and above will have a fee of $500.
All loans must have a signed Promissory Note in place before the money is distributed.
Late fees will not be charged for loans, advances, or legal fees.
Agent Ledgers
Agent ledgers are due the last day of each month.
Agent ledgers that are 60 days past due will receive a $50 late fee. For each 30 days thereafter, an additional late fee will be charged in the amount of $25.
If an agent has a past due ledger balance and they have a closing the ledger balance will be taken from their commission before it is distributed to the agent. Management must approve any exceptions to this.
If an agent leaves the company with an outstanding ledger balance, listings will not be released until the ledger is paid in full.
Expense Reports
Contact Person: Chris Ladner or Denise Kinney
Expense reports are needed to track all transactions on company credit cards. Managers are expected to keep all receipts to upload with each transaction. A descriptive note is required and should include what is being purchased, who it is for, and the event name. If a Manager oversees multiple offices, the applicable office name also needs to be included. Transactions should be completed as they come but must be completed prior to the end of the month.
Manager SharePoint
Contact Person: Jason Wier or Michael Medina
This serves as a central location for the Manager’s to share documents. Recruiting documents such as proposals, additions to proposals, and extensions reside here. There are also coaching materials, training materials, and other resources.
Securing Offices
Contact Person: Denise Kinney or Jason Wier
All offices with keypad entry are locked outside of normal business hours and on holidays when all offices are closed. If there are other times when the office needs to be locked, the Managing Broker must inform the IT Department in advance so they can ensure the doors are locked. This includes days when staff are off but the office remains open, as well as early office closures, when no duty agent is available.
Sea Coast Referral Network
Contact Person: Salena Giglio or Sherri Pickard
The Sea Coast Referral Network (SCRN) is a firm created for agents that are not actively practicing real estate but would like to continue referral business. Agents will not be affiliated with a Board of REALTORs®, the MLS, or Coldwell Banker. They cannot perform services as a broker including, but not limited to, advertising, representation of clients, or advising on real estate matters. There is no monthly fee and referrals to agents in the SCRN are paid at a 90% split. Agents in the SCRN are still required to renew their license and complete required continuing education.
If the agent is offboarding to our SCRN, coordinate with Salena Giglio in our Autumn Hall office. All offboarding steps will need to be completed. The agent will be removed from their current office with NCREC and will be added to our Referral Office.
Support Specialist Timesheet
Contact Person: Chris Ladner or Nerissa Starkey
If your Support Specialist is an hourly employee, they have a timesheet that must be filled out, signed by the Managing Broker, and emailed to Chris Ladner. Nerissa Starkey gives each new Support Specialist a copy of the timesheet and instructions during training.
Vacation / PDO Time
Contact Person: Denise Kinney or Carolyn Ownby
When an employee is hired, their PDO is prorated based on the month of the year they start. After 90 days, PDO days accrue at a rate of 1 day per month. For example, if someone starts on June 1, 90 days would end on August 31, and they would have 4 PDO days to use for the remainder of the year. This is detailed in the employee’s sign-on letter and could be different from what is noted here. Refer to the sign-on letter to confirm. Please see the Employee Handbook for more information on PDO and how many days an employee receives after the first initial year.
We have two forms for processing PDO time: PDO Request Form and PDO Usage Form.
When an employee is planning to take days off, they should complete the PDO Request Form and send it to their direct Manager for approval. For a Managing Broker, they should receive approval from Denise Kinney. For a Support Specialist, they should receive approval from their Managing Broker. All requests need to be submitted at least one month in advance of the time off.
After the time off has been taken, the employee should complete the PDO Usage Form and send it to their direct Manager to sign. The signed form should be emailed to Carolyn
Ownby for payroll purposes. Keep track of the PDO days taken by you and any employees that report to you.
As the Managing Broker, you will need to ensure that another Managing Broker will cover for you while you are away. Note who that will be on your PDO Request Form. Inform your Support Specialist and the agents in your office.
The Support Specialist will also need to ensure that someone can cover their duties when they are away, and the Managing Broker should help with arrangements. This would be covered by a Support Specialist in another office and can usually be handled remotely, depending on what is needed. The Managing Broker can also help cover the duties in their absence. If there are any issues finding someone to help, please reach out to Denise Kinney and Nerissa Starkey.
When the Managing Broker and Support Specialist are planning time off, they should make sure they are not out of the office during the same time period.
If someone is out sick, or in other emergency situations, the PDO Request Form will not apply. The employee should call or text their direct manager if they will be out of the office unexpectedly. Managing Brokers must notify Denise, Alex, and Michael if they are out unexpectedly. Then complete the PDO Usage Form upon returning to the office.
Company Social Media Best Practices & Guidelines
Contact Person: Honor Rudd
Always keep in mind that your social media activities, on both your personal and business pages, are a reflection on the company as well as you. We are bound by the NAR Code of Ethics, NAR & NCREC rules, regulations, bylaws and standards of practice, and we must comply with Federal/State Fair Housing Laws.
Requirements:
• Either include “Coldwell Banker Sea Coast Advantage” in your Page Name (For Example “FirstName LastName Coldwell Banker Sea Coast Advantage”) or be sure to disclose your brokerage affiliation to Coldwell Banker Sea Coast Advantage in all of your posts including video.
• Promotional content must include Coldwell Banker Sea Coast Advantage Logo • Logo treatment must follow brand standards (view our Brand Standards & Style Guide for more information)
• Coldwell Banker Sea Coast Advantage logo may not be smaller than any other logos on materials
DO:
• Make posts that show your market expertise in the Real Estate industry including stats, why it is a good time to buy/sell, buyer/seller tips, etc.
• Make posts that show your local area expertise and why you love where you live
• Make posts that show your personality, what makes you laugh, what you care about, what inspires you
• Take pictures everywhere you go!
• Post video natively (upload video file directly into social platform rather than posting YouTube link this makes video play automatically in Feeds)
• Use a royalty-free stock photo source to fill out your content (try pixabay.com, pexels.com or unsplash.com)
DON’T:
• Complain, vent, or share negative experiences about vendors, builders, or other agents
• Provide advice outside of your area of expertise (financial, legal, medical)
• Post pictures you find on google or any other source that is not guaranteed to be royalty free
• Post screen shots, photos, or saved versions of other people’s content without permission
• Promote other agent’s listings or use their listing photos without permission
Information on Disclosing Your Brokerage Affiliation
Per the NAR Code of Ethics, and NCREC License Law, you must disclose your brokerage affiliation in all content that could in any way be construed as an advertisement for real estate services or sales that means, if it is promoting your business or a listing, it must include the words Coldwell Banker Sea Coast Advantage, or a compliant Coldwell Banker Sea Coast Advantage logo.
While some have interpreted the Code of Ethics to allow for what they refer to as a "oneclick rule," allowing the brokerage affiliation to be disclosed in a second step, such as clicking a link or scanning a QR Code, the NCREC has given explicit guidance on this:
The Commission is aware that brokers have mistakenly believed that as long as a consumer can get to the name of the sole proprietorship/brokerage within “one-click” on the post, they are adhering to the advertising rule. For clarification, the Commission does not have a “oneclick” rule.” Therefore, when a broker uses social media to advertise property, they should include the name of the sole proprietorship/brokerage in one of the following ways:
• In their social media name/handle
• In the caption of their post
• On the image of the property
• In their videos (e.g. stories, reels).
Article 12, Standard of Practice 12-5, of the NAR Code of Ethics states that:
"REALTORS® shall not advertise nor permit any person employed by or affiliated with them to advertise real estate services or listed property in any medium (e.g., electronically, print, radio, television, etc.) without disclosing the name of that REALTOR®’s firm in a reasonable and readily apparent manner.”
North Carolina Administrative Code 58A .0105 states that:
"A broker shall not advertise any brokerage service or the sale, purchase, exchange, rent, or lease of real estate for another or others without the consent of his or her broker-in-charge and without including in the advertisement the name of the firm or sole proprietorship with which the broker is affiliated."
GUIDELINES:
Be Smart.
Exercise good judgement and common sense. If your online profiles reference your affiliation with Coldwell Banker Sea Coast Advantage, then you represent the brand. The internet never forgets, and screen captures or grabs are easily shareable outside of private groups or text threads. It’s easier than you may think for comments to be traced back to you, so be sure what you share or post is appropriate before hitting the post button. Always assume everything is public.
Be Honest.
Be transparent in conversations that involve the real estate industry. Identify yourself as a Coldwell Banker Sea Coast Advantage associate when discussing the company or the industry; we’re proud of our affiliation with you, and we hope you feel the same about us.
Remember that when you identify yourself in your online profiles as being affiliated with Coldwell Banker Sea Coast Advantage, your content may appear to be “company approved” or “authorized.” Be sure to clarify statements when you’re stating your own opinion. A phrase as simple as “These opinions are my own and not the opinion of Coldwell Banker Sea Coast Advantage” is sufficient. Even with a disclaimer in your bio or “about” section, it may not stop someone from complaining about your posts or comments, while noting you’re affiliated with Coldwell Banker Sea Coast Advantage.
Additionally, you are personally responsible for any online activity conducted with a brokerage email address, as well as any activity that can be traced back to the brokerage’s domain and/or brokerage assets.
Choose Respect.
We live in a diverse culture – with a myriad of opinions, beliefs and values. Please show respect for others especially pertaining to divisive topics (like politics or religion). Do not use ethnic or racial slurs, hurl personal insults, or engage in any online conduct that would not be acceptable in the workplace. Remember that federal and fair housing laws were put into effect to create an even playing field for all, and laws prohibit discrimination based on race, color, religion, sex, disability, familial status and national origin.
Every person you come into contact with – in person or online – is a potential customer, colleague or friend. Be careful not to alienate them by making irresponsible comments.
Be Positive and Prudent.
Social media is not a place to vent or share negative experiences. If you have a negative experience with a vendor, builder, or other agent, please speak with your managing broker, and do not post about it online.
If you are considering content that makes you stop and think – chances are, you probably shouldn’t post it. It can be helpful to type it out (somewhere other than social media) to get it off your chest. It can also be helpful to ask someone else to review what you’d like to post. A fresh set of eyes and perspective can sometimes save you, and potentially the company, embarrassment or repercussions.
Be aware of laws regarding defamation, discrimination and copyright. Please do not make comments that could reflect badly on Coldwell Banker Sea Coast Advantage.
Some may feel that it is acceptable to make divisive posts/comments under the guise of a fake social media account, but in this era of advanced technology, your identity is much simpler to ascertain than you might imagine. Always post and/or comment as if you’re using your real name/image/work affiliation.
We’ve all heard a lot about privacy and sharing personal details online, and the dangers of not being aware. The reality is, nothing is private if you post it online. Routinely review privacy settings on your social media channels to ensure you’re doing all you can to be safe.
Support Specialist Job Description
Contact Person: Nerissa
Starkey
Managing Brokers serve as the direct supervisors of Support Specialists. The following is not a complete list of everything a Support Specialist may be required to do and some tasks will not apply to everyone. If there are any questions about what a Support Specialist should or should not do, workload distribution, etc., please contact Nerissa Starkey.
Daily
Process listing paperwork:
• Check listing paperwork against checklist and for missing initials/signatures
• Add tasks/tags for agent as necessary
• Update Loop Status as applicable
• Enter listing into MLS or confirm listing is in MLS
• Add pictures in MLS
• Upload Disclosures/Floor Plans/etc to MLS
• Enter showing instructions into showing service
• Log Lockbox and create receipt
• Create property flyer
• Make any necessary changes in MLS Process under contract paperwork:
• Check contract paperwork against checklist and for missing initials/signatures
• Add tasks/tags for agent as necessary
• Update Loop Status as applicable
• Update/Check MLS
• Email any earnest money to accounting
• Notify accounting via email of contract, even if no EM Process closed paperwork:
• Check loop for completion – Email BIC/Agent if any outstanding items
• Update Loop Status as applicable
• Update/Check MLS
• Notify accounting via email – send copy of commission check if applicable Agent Support:
• Check in/out lockboxes for the office, maintain lockbox log
• Answer main office phone lines
• Greet clients and visitors
• Process incoming and outgoing mail
• Basic IT help to agents/Troubleshooting computers, copiers, etc
• One-on-One or Group Training on various topics
• Keep office as neat as possible, including lobby and conference rooms
• Maintain communication with agents as to office/company protocol, reminders, etc
Closing Coordinator (if applicable):
• proceed to get the agent/client from contract to closing (see brochure for more details)
Weekly
o Run Office Hotsheet and compare to Dot Loop – remind agents to submit loops for review if needed
o Filter Dot Loop for anything Returned to Agent – remind agents to complete their tasks
o Weekly Contracts Email to office
o Weekly Newsletter
o Keep a supply of presentation folders available for agents
o Keep a supply of lockboxes available for agents
o Maintain copier supplies
o Keep up with Social Media, if applicable
Monthly
o Send copy counts and postage report to Accounting – due the 25th of each month
o Send Client Newsletter template to agents
o Check NCREC.GOV for list of licensees under BIC to ensure all agents in your office are showing as active.
o Internal lockbox audit – remind agents to return boxes if needed
o Order any necessary supplies
• Office supplies from Kennedy
• Toner Exchange for toner
• Independent Mailing Systems for Postage supplies – ink cartridge, labels
• Salena Giglio for any logo items – presentation folders, pre-printed postcards, etc
o Create the following month’s duty schedule
o Schedule/Organize monthly property tour and create property tour report
o Monthly Agent Events – schedule/organize/evites or emails/setup/cleanup
o Gather any sales meeting related information for manager as needed
• Arrange for breakfast/lunch, if any
• Coordinate with any guest speakers
• Email materials to agents after the sales meeting
• Agent Anniversary card/gift
• Set up/clean up meeting area
As Needed
o Maintain copier repairs and place service calls
o Print additional Policy and Procedure Manuals
o Print additional Agent Benefit Books
o Print additional Agent Orientation Manuals
o Contact accounting to authorize postage money load for postage meter
o Send any office related invoices to accounting as received
o Coordinate with cleaning service
o Coordinate any office repairs/maintenance
Onboarding - New Agent start up (See Onboarding Checklist):
• Send necessary paperwork to onboarding, NCREC, local board office
• Order business cards
• Order name badges
• Give out office key
• Give office tour
• Create Agent Mailbox
• Update office phone list
• Update calendar with anniversary/birthday
• Confirm Broker Affiliation on NCREC
Offboarding:
• Send necessary paperwork to offboarding, NCREC, local board office
• Retrieve office key
• Remove mailbox
• Update phone list
• Remove anniversary/birthday from calendar
• Confirm agent is no longer affiliated with Sea Coast on NCREC
DotLoop Review
Contact Person: Nerissa Starkey
Summary
When an agent submits a loop for review, the Support Specialist receives an email notification. The Support Specialist has a list of Sea Coast required documents they will use to review the loop. They are primarily looking for missing required documents, missing initials, and missing signatures. Those with more experience and knowledge may notice other errors too. After reviewing the loop, they will create tasks for the agent to complete and change the review status of the loop to Submitted to BIC.
Our Quality Review Coordinator reviews all loops in the Submitted to BIC status. The QRC is a licensed individual who is responsible for a deeper review and understanding of the required paperwork. They will assign additional tasks to the agent and change the review status to Returned to Agent. (If everything is complete and perfect when the QRC reviews the loop, the status would be changed to Approved for Commission. Needless to say, that is extremely rare!)
The QRC only reviews a loop ONCE. Additional reviews and communication with the agents to ensure tasks are completed, is the responsibility of the Support Specialist. If
the QRC receives questions from the agent about assigned tasks or other issues, they will direct the agent to speak to their Manager.
The agent should complete tasks in a timely manner and submit their loop for review when tasks are completed. The Support Specialist will re-review the loop and either change the status to Approved for Commission or assign additional tasks. The Support Specialist should do their best to stay on top of contract loops as they are getting closer to closing. They should remind agents consistently of tasks that may still be outstanding.
The goal is to have the loop in Approved for Commission status by the time of closing. If the loop is not Approved for Commission, Accounting will not pay out commission. In that instance, Accounting will email the Support Specialist and Manager to alert them the loop needs attention.
If the Support Specialist is unable to determine if a loop can be Approved, they should notify their Manager. The Manager has the ultimate authority to decide whether or not a loop can be Approved based on what the outstanding tasks are. During the review process, agents may discuss with their Manager tasks they feel do not apply or are in error. If the Manager agrees, the Manager can delete the task. If the Manager does not agree, the Manager should explain to the agent why that task is important.
Paperwork Review Process for Staff & Managers
Any new file submitted for review in DotLoop will go through a review process with office staff and then QRC and/ or Managing Broker.
Staff Duties:
• Check email or filter contracts and listings by “Needs Review”
• Use the Listing or U/C Checklist to review file for required documents
• Review required documents for completeness (signatures, initials, dates etc)
• Assign a task or tag with any missing documents and/or completeness
• Staff is allowed to approve the following documents:
o ATR - must be filled out completely including source of business.
o Commission Advice Form- must be filled out completely and concession, if any, must be signed off by management.
o 2-10 Home Warranty Service Agreement - must be selected accepting or waiving coverage and signed by client. Required on all listing agreements (Except New Construction) and for all buyers.
o Key Title Disclosures – Both forms must be filled out completely and signed. Form 2 must have a selection choosing to use or not to use Key Title.
o Footprint Sketch – Required on all listing files, should include dimensions of the home used to calculate square footage.
o CMA (or other valuation method) – send agent a note within DotLoop if missing but it does not hold up loop approval.
o Termination of Contract – If complete and signed by both parties for EMD release.
o Amendment to Contract – If complete and signed by both parties.
o Termination of Listing – If complete and signed by client and agent.
o Amendment to Listing – If complete and signed by client and agent.
o Closing Disclosure – signed by buyer and/or seller
o HUD – completely executed
o Copy of Any Checks
o Receipt Page of OTP – if a separate page in loop and signed correctly.
o Any other document the agent may have included in the file that is not required on the checklist (ie tax record, septic permit etc)
o Staff may not approve any contract, any standard form supplied by NCAR (other than those mentioned above) or any addenda drawn up by attorneys. These forms will stay in the “Needs Reviewed” status for the QRC/Managing Broker to review.
• When completed staff should change file status to “Submitted to BIC” and change loop status to “Active Listing”, “Under Contract”, “Purchase” or “Sold” as applicable. If Under Contract, staff should make sure the closing date is selected under the loop name.
QRC Duties:
• Filter contracts by “Submitted to BIC”.
• Review all NCAR standard forms, contract and any addenda. “Approve” each correct document, incorrect documents should be “Returned to Agent”.
• Add/Assign tasks/tags to agents for any corrections that need to be made to documents and/or files.
• Any loop that is not complete and correct should be changed to “Returned to Agent”.
• Complete loops should be changed to “Approved for Commission”.
When an agent re-submits a loop or file for review after completing their tasks/tags, staff should check off assigned task for completion and staff can “approve for commission” as applicable IF ALL required changes by the QRC have been made and all required forms are in the loop.
If staff is unclear if appropriate corrections were made, staff will change file status to “Returned to Agent” and email a loop link to their Managing Broker to ask them to review/approve as appropriate, mentioning the item(s) in question.
If there are still outstanding items to be completed, the file status should be “Returned to Agent” until all task/tags are complete. Once a week, staff should filter by “Returned to Agent” to find loops that may have been corrected but not resubmitted. If staff notices a particular agent that consistently does not update their files in a timely manner staff will notify the Managing Broker. Managing Broker will speak with that agent one on one.
Closings:
• Staff will review CD, HUD, attorney Check, CAF and approve if complete
• Staff will proceed with closing process and notify accounting
• Staff will change loop status to “Sold”. Accounting will change file status to “Closed” when they’ve processed it.
*NOTE: All staff and managers are encouraged to communicate through the DotLoop messaging system for tracking purposes.
Onboarding and Offboarding Information
Contact Person: Nerissa Starkey
The onboarding and offboarding process is handled a little differently by each office. All steps are the same but who does what may vary. Manager should discuss steps with Support Specialist and have a plan in place.
Dropbox – Staff Docs Folder
We use a Dropbox folder to share documents with the Support Specialists responsible for on/offboarding agents. Nerissa Starkey gives access to this folder and can share it with the Manager also if needed. Nerissa Starkey keeps these documents up to date and will notify everyone when any updates are made.
• Agent Orientation Manual – this is a book that we use when onboarding a new agent. The book will ultimately contain any forms the agent will need to complete at onboarding as well as information about the company and the tools that are offered. You will find everything that needs to be included in the manual in this folder except for the actual in-house onboarding paperwork which is located in the Onboarding folder and in Dot Loop. You will also see a folder named “Example Items”. It contains examples of a few things the Leland office uses for their manual if you are looking for ideas.
• Benefits Book – this book is technically titled “We’re Serious about Your Success”. Your Manager will always need several copies of this book on hand. It is given to agents when they are being recruited. We recommend keeping at least 5 copies printed and available. It should be printed on regular paper in full color and inserted into a white 3-ring binder. The cover page should be printed in color and inserted into the front cover of the binder. This book is updated regularly by the Marketing Department. If you notice changes that need to be made, email marketing@seacoastrealty.com.
• Offboarding – contains the offboarding checklist. (See Offboarding section below for additional information.)
• Onboarding – contains in-house onboarding paperwork. (See Onboarding section below for additional information. Also contains an “Onboarding Checklist.Staff” for step-by-step instructions for Support Specialists to follow when onboarding.
• Other – contains miscellaneous forms a Support Specialist may need including: Timesheet, PDO Forms, File Checklist, CBSCA Staff List with contact info.
• Policy & Procedures – this book is given to new agents when they are onboarded. There is an acknowledgement page that the agent will need to sign and you will need a copy of that signed page. Keep approximately 5 copies on hand at any given time. It should be printed on plain paper, in black & white, double-sided, and inserted into a white 3-ring binder. The cover page should be printed in color and inserted into the front cover of the binder. Nerissa Starkey updates this book as needed. Suggested changes to the Policy & Procedure manual must be approved by Denise Kinney.
• Transfers – contains instructions for transferring agents either to another company or within CBSCA. Also, contains a referral agreement if it is needed.
• On & Off Boarding Staff, Assistants – this is an instruction document that Support Specialists can reference if needed.
Onboarding New Agents
(see Onboarding Checklist.Staff for complete information)
• PRIOR TO ONBOARDING – email Nerissa Starkey so the agent can be registered with Coldwell Banker Referral Rewards. Nerissa will need agent name, email address, name of CBSCA agent who referred them (if any), and name of company they are coming from (if any). AGENT MUST BE REGISTERED BEFORE THEIR ONBOARDING CAN BE PROCESSED.
• Manager or Support Specialist reviews Agent Orientation Manual with agent.
• Go to HR Dashboard in Dot Loop and create a new loop. Title should be Agent Name
– Onboarding. Select the Loop Template for Onboarding. Complete forms and add additional documents indicated by place holders. Any forms that need to be signed can be shared with the agent for their signature. If Support Specialist creates the loop, add Manager to the People section and select “Add to My Team” so they have access to the loop (vice versa if Manager creates the loop).
• Forms:
a. Onboarding Sheet (Needs to be as complete as humanly possible when you send it in, especially the cell phone, name, the “choose one” section, email and license issue date at the very bottom.) REGARDLESS OF WHEN THE AGENT WAS LAST AFFILIATED WITH A COMPANY, CHECK THE BOX FOR “EXPERIENCED” AND TYPE IN PRIOR COMPANY NAME.
b. Sales Associate Information Sheet (Must be 100% complete. Some of the other sections may be n/a. If the onboarding agent has LTM production, that amount MUST be entered into the bottom section. PRIOR COMPANY MUST BE ENTERED, REGARDLESS OF HOW LONG AGO AND EVEN IF LTM IS ZERO.)
c. Experienced Agent Production Report, if applicable (Can be added to the loop at a later time if you don’t have the info up front. Applies to the current calendar year only, not LTM. Does not apply to agents new to real estate.)
d. Credit Card Form (Occasionally, the agent doesn’t have this info on them when they are being onboarded so it can be added to the loop later, but the sooner the better.) We must have one on file for every agent.
e. Direct Deposit Form (Occasionally, the agent doesn’t have this info on them when they are being onboarded so it can be added to the loop later, but the sooner the better.)
f. Sign-On Letter (Must be included and will come from the Manager. Will need to be added to the loop. If the onboarding agent is joining a team, this letter would reference a team agreement which would also need to be included in the onboarding paperwork.)
g. Team Agreement, if applicable (This would come from the team leader and needs to be signed).
h. Broker Affiliation Form (This form is completed on-line for NCREC. Print the confirmation page and add to the loop.)
i. Independent Contractor Agreement (Must be signed by agent and BIC.)
j. E&O (Must be signed by the agent.)
k. Cyber Insurance (Must be signed by agent.)
l. Production Report for transferring agent, previous 12 months from hire date (if applicable). If the onboarded agent is an experienced agent, we need a production report for them included in the loop. If they are a brand-new agent this does not apply. If they are a local agent, their production is usually easy to obtain through MLS or Broker Metrics. If they are from out of the area, they will need to provide it to you
from their previous company. That can take a while – so the production report can then be added later if necessary.
m. Copy of Driver License (Add to loop.)
n. Copy of Pocket Card (Add to loop.)
o. Acknowledgement Page from Policy & Procedure Manual (Must be signed by agent.)
p. If transferring from another company, include a copy of the referral agreement and lockbox transfer form, if applicable. (There is sometimes a delay in getting all parties to sign off on this documentation so it can be added later, but asap.)
q. Welcoming New or Experienced Agent form. (This form should be completed by the Manager. It’s a “getting to know you” conversation the Manager should have with the agent. You may not have all the info and photo up front so this can be added later.)
• Complete the MLS Board Application or Transfer.
• Complete the Broker Affiliation Form online for NCREC.
Note: When submitting for review, include a note if there are any items you know are missing. Make sure to follow-up with the agent and add those items to the loop asap. When items are added to the loop, submit for review again and include a note about what is new.
• You will receive the agent’s copy code and email log-in information – forward to the agent at their personal email once you have it.
• Order Business Cards and Name Badge. Cards are ordered from GotPrint (Salena Giglio will set up an account for the Support Specialist if one does not exist for your office.) Badges are ordered from Markful. The Support Specialist will need to create an account the first time they order from Markful (https://www.markful.com/).
• Assign a mailbox to the new agent.
• Update your office phone list.
• Once you’ve received agent photo & bio, upload onto Sea Coast website and Coldwell Banker website or ask IT to do it for you.
• The Support Specialist adds the agent photo to Xpressdocs for the agent in their APM profile. Do NOT ask IT to do this step. Nerissa has a link to an instructional video if the Support Specialist hasn’t done this before.
• FYI – Save all emails related to Onboarding/Offboarding protocols and forms that may come from Denise, Nerissa, Accounting, etc. Update your system as required.
• Welcome Agent Forms and Agent Photo should be sent separately to marketing@seacoastrealty.com
• Experienced Agents receive: Welcome Email to All Users, Press Release, Social Media ad boost, and 100 postcards to SOI.
• New agents receive: Social Media post, Press Release. New agent press release goes out once a month and includes all newer agents to Sea Coast w/in that month window
Offboarding Agents
• Add new loop in HR Office in Dot Loop (or use the onboarding loop previously created for the agent and change the title). Title should be “Agent’s Name – Offboarding”.
• Email accounting@seacoastrealty.com to ask if the agent has a ledger balance. If the answer is yes, Manager should ask the agent how they would like to pay it before being offboarded.
• Email relocation@seacoastrealty.com to ask if there are any outstanding referrals with that agent.
• Email Bethann Carter and Meghan Munoz to ask if there are any outstanding e-leads, etc with that agent.
• If the agent is transferring to a different company, check MLS to see if there are any listings or pending contracts with the agent. If there are listings that are being transferred, you will need to use the Referral Agreement in the Transfers folder in Dropbox. The Referral Agreement will need to be completed and signed by all parties before the agent is offboarded. If there are any contracts, enter the information on the Offboarding Checklist. You will need to monitor any contracts in MLS to make sure they are closed out under CBSCA and not the new company. The signed Referral Agreement should be added to the loop. (See Agent Transfers.)
• You will also need to transfer any listings with your MLS board from CBSCA to the new firm. MLS Board rules vary, may need to call the board office to confirm what they need.
• Complete the Offboarding Checklist in HR Dashboard - Dot Loop. Fill out each section as thoroughly as possible. Make sure the “where did they go and why” section is filled out.
• Remove agent from CBSCA with NCREC. Go to https://www.ncrec.gov/. Go to Forms, Licensee Forms, and click Request to Remove Licensee from Broker Supervision. Complete the form on-line.
• Remove agent from CBSCA with your MLS board. MLS Board rules vary, you may need to call the board office to confirm what they need.
• Audit your office Facebook page to remove that agent, if applicable.
• Submit for Review. If they are paying off their ledger, include a note regarding how they plan to do so.
• Remove their agent mailbox and update office phone list. If they are on the duty schedule, send an office email to get their dates/times covered. If they have a key to the office, make sure they return it.
Sea Coast Tools
Important Links
• https://seacoasttools.com/
Earn More, Live Better (Recruit Facing)
• https://seacoasttools.com/earnmorelivebetter
Agent Benefits Book
• https://issuu.com/seacoastadvantage/docs/agent_benefits_book?fr=xKAE9_zU1NQ
Staff Docs- Dropbox
• https://www.dropbox.com/home/Staff%20Docs
Courted
• https://brokerage.courted.io/signin
Manager’s Sharepoint
• https://coldwellbankersea.sharepoint.com/sites/Managers/Shared%20Documents/ Forms/AllItems.aspx
Profit Power
• https://reporting.profitpowerweb.com/reports/browse/CBSeaCoast/Branch
ADP (Employee Paystubs/W-2)
• https://signin.adp.com/
North Carolina Real Estate Commission
• https://www.ncrec.gov/
NC REALTORS® Legal Q&A Library
• https://www.ncrealtors.org/legal-ethics/risk-management-tools/qa-library/